Area Experience Leader: Multi‑Office Lead

H&R Block; New Bedford (MA); On-site; USD 54,000 - 67,000; Full time

Job summary

H&R Block is seeking a Multi-Office Leader (Area Experience Leader) to oversee 4–6 offices, ensuring a consistent, high-quality client experience. You will coach Tax Professionals and Client Service Professionals, balance strategy with hands-on leadership, and drive client outcomes and business results across locations.

You'll own office readiness, staffing, facilities, compliance, and day-to-day operations while traveling between offices to maintain strong in-person presence.

Qualifications

• Bachelor’s degree or equivalent experience required.
• 3+ years leading teams in a multi-unit retail, service, or operations environment with accountability for performance outcomes.
• Strong client-centric mindset with experience delivering consultative client experience.
• Demonstrated ability to drive business and financial results while managing day-to-day operations across multiple locations.

Responsibilities

• Own consistent delivery of the client experience across 4–6 offices with disciplined execution.
• Evaluate execution quality and client impact across locations to reinforce strengths and address gaps.
• Lead adoption of new client experience processes, tools, and behaviors with client-centric leadership.
• Coach Tax Professionals and Client Service Professionals to ensure consistent performance.
• Provide coaching based on observed behaviors and real-time feedback to strengthen teams.
• Identify patterns, address performance gaps, and develop bench strength and talent.
• Own revenue, growth, and operational performance across offices.
• Monitor performance metrics and implement actions to improve results, acquisition, and retention.
• Ensure daily operations across offices, including staffing, scheduling, and compliance.
• Oversee office readiness, facilities, supplies, recruitment, onboarding, and seasonal prep.

Skills

Leadership

Client-centric mindset

Coaching

Data interpretation

Communication

Travel readiness

Multi-location management

Education

Bachelor’s degree or equivalent

Job description

H&R Block is seeking a Multi-Office Leader (Area Experience Leader) to oversee 4–6 offices, ensuring a consistent, high-quality client experience. You will coach Tax Professionals and Client Service Professionals, balance strategy with hands-on leadership, and drive client outcomes and business results across locations.

You'll own office readiness, staffing, facilities, compliance, and day-to-day operations while traveling between offices to maintain strong in-person presence.